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Work Background
AdobeCustomer Success Account Manager | Renewals
Sep. 2022 - Jun. 2025• Orchestrated end-to-end success for a $2M+ ARR portfolio of 250+ North American SaaS clients, driving a 95%+ renewal rate through strategic planning and stakeholder alignment. • Surpassed quarterly upsell and cross-sell quotas by 120%+ by identifying customer expansion opportunities and leveraging consultative engagement. • Delivered over 30 monthly C-level onboarding and training sessions monthly, resulting in a 40% YoY spike in product feature adoption. • Reduced churn by 35% by proactively managing customer health, mitigating risks, and implementing structured success plans. • Integrated Adobe Sign and Acrobat into customer workflows using native and API connections, enhancing platform usage and ROI. • Elevated CSAT by 15% through partnership with Sales, Product, and Marketing, aligning success initiatives with evolving customer needs. • Achieved 95% forecast accuracy using Salesforce CRM and Gainsight for health scoring, pipeline visibility, and customer lifecycle tracking.
Masters' UnionHead of Customer Success
Jan. 2022 - Aug. 2022• Spearheaded customer success strategies for 5+ edtech programs, improving engagement by 30% and retention by 20% QoQ through tailored success journeys. • Accelerated onboarding by 15% by developing SOPs and automating implementation workflows, reducing manual touchpoints. • Championed feedback-driven product development, enabling the release of 3 high-impact LMS features and lifting satisfaction by 18%. • Developed enablement playbooks and internal processes, scaling team effectiveness and reducing onboarding escalations by 40%. • Forged strategic partnership with KPMG to co-deliver an executive program, boosting enrollments by 35% and brand credibility.
CventSenior Product Consultant - Events
Mar. 2020 - May. 2021Gurugram, Haryana, IndiaKey accomplishments include: * Managed successful implementations for over 50 enterprise clients while achieving a remarkable onboarding success rate of 98%, ensuring seamless integration with client systems and processes. * Drove a significant increase in product adoption by 35% through targeted solution consultations and hands-on training workshops tailored to meet diverse client needs. * Coordinated the launch of four innovative products that collectively increased annual company revenue by more than $500K through strategic market positioning and customer feedback integration. * Collaborated cross-functionally with sales and product teams to enhance customer engagement strategies that resulted in improved client satisfaction scores across all implemented solutions. Skills: Product Implementation, Client Onboarding Strategies, Solution Consultation Techniques
American ExpressTeam Lead - Collections
Aug. 2016 - Mar. 2020Gurgaon, IndiaKey accomplishments include: * Implemented new quality assurance protocols and call compliance standards that improved overall collections efficiency by 22%, significantly enhancing team performance and client satisfaction metrics. * Led a team of over 10 agents to strategically reduce delinquency rates by 18% year-over-year through targeted coaching and effective segmentation techniques tailored to diverse customer profiles. * Optimized collections workflow and reporting systems, leading to a 15% reduction in operational costs while ensuring compliance with industry regulations and maintaining high service quality standards. * Collaborated with cross-functional teams to identify process bottlenecks and developed solutions that streamlined operations, reducing average collection cycle time by 25%. Skills: Collections Management, Team Leadership, Process Optimization
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Senior Customer Success Account Manager @ Amazon